397 lines
14 KiB
Python
397 lines
14 KiB
Python
"""
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事件异常巡检：Worker HTTP 槽轮询到点工单并告警。
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本文件职责：读主账等待、按工作日对照超时小时、会话喊人、可选应用卡片、再记摘要。
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禁止：回调线程调用；占 LibreOffice 槽；改六态；反复催已告警的等待。
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"""
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from __future__ import annotations
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import json
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import logging
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import time
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from datetime import datetime
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from pathlib import Path
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from typing import Any, Callable, Optional
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from agent.config import Settings, get_settings
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from agent.policy import inquiry_copy as copy
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from agent.policy.deal_followup import SHANGHAI, workday_elapsed_hours
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from agent.policy.event_exception import (
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card_title,
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conversation_of,
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exception_type,
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WAIT_ADOPT,
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WAIT_AIR_QUOTE,
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WAIT_DEAL,
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WAIT_LOST_REASON,
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mentions_for_role,
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pick_app_targets,
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pick_mentions,
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timeout_code,
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)
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logger = logging.getLogger(__name__)
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# 采用、成交跟进、未成交原因都是在等销售。点名只找本单销售。
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_SALES_WAIT_KINDS = {WAIT_ADOPT, WAIT_DEAL, WAIT_LOST_REASON}
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SendGroupFn = Callable[..., bool]
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EnqueueFn = Callable[..., tuple[bool, str]]
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TimeoutLookupFn = Callable[..., dict[str, Any]]
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def _parse_started(raw: Any) -> Optional[datetime]:
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text = str(raw or "").strip()
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if not text:
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return None
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text = text.replace("T", " ")[:19]
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try:
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naive = datetime.strptime(text, "%Y-%m-%d %H:%M:%S")
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return naive.replace(tzinfo=SHANGHAI)
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except ValueError:
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return None
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def _hours_of(row: dict[str, Any]) -> float:
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try:
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return float(row.get("timeoutHours") if row.get("timeoutHours") is not None else row.get("timeout_hours") or 0)
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except (TypeError, ValueError):
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return 0.0
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def poll_event_exceptions(
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*,
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ledger: Any = None,
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settings: Optional[Settings] = None,
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now: Optional[datetime] = None,
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enqueue: Optional[EnqueueFn] = None,
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send_group: Optional[SendGroupFn] = None,
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timeout_lookup: Optional[TimeoutLookupFn] = None,
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notify_ready: Optional[bool] = None,
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) -> int:
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"""
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巡检未告警等待。返回本轮成功记下异常的工单数。
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会话成功才 record；卡片失败不影响会话。禁止进企微回调线程。
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"""
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cfg = settings or get_settings()
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book = ledger
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if book is None:
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if str(getattr(cfg, "ledger_backend", "http") or "http").lower() == "memory":
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return 0
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from agent.ledger.http_ledger import HttpLedger
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book = HttpLedger()
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lister = getattr(book, "list_event_waits", None)
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if not callable(lister):
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return 0
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stamp = now or datetime.now(SHANGHAI)
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if stamp.tzinfo is None:
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stamp = stamp.replace(tzinfo=SHANGHAI)
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# 测服会话/卡片也不加 [test]，与销售询价正文一致。
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test_prefix = False
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lookup = timeout_lookup or getattr(book, "get_timeout_by_code", None)
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ready = notify_app_flag(notify_ready)
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rows = [r for r in (lister() or []) if isinstance(r, dict)]
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sent = 0
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for row in rows:
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try:
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if _handle_one(
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row,
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book=book,
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now=stamp,
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test_prefix=test_prefix,
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enqueue=enqueue,
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send_group=send_group,
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timeout_lookup=lookup,
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notify_ready=ready,
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settings=cfg,
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):
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sent += 1
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except Exception:
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logger.exception(
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"事件异常巡检失败 wo=%s",
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row.get("work_order_no") or row.get("workOrderNo"),
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)
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return sent
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def notify_app_flag(override: Optional[bool]) -> bool:
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if override is not None:
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return bool(override)
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from agent.policy.deal_outcome import notify_app_ready
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return notify_app_ready()
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def _skip_sales_timeout(
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*,
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status: str,
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wait_kind: str,
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next_followup_at: str,
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lost_reason: str,
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now: datetime,
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) -> str:
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"""
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成交跟进相关等待在终态/顺延窗内不应再告警。
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返回跳过原因；空串表示继续按小时判定。
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协商中：只要还排着再问时刻（next_followup_at > now），就不发销售超时；
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再问认领后会清空该时刻并重新 start deal，那时才重新计时。
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"""
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st = (status or "").strip()
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_ = wait_kind
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if st == "未成交" and (lost_reason or "").strip():
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return "lost_reason_recorded"
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if st == "协商中":
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raw = (next_followup_at or "").strip()
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if not raw:
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return ""
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due = _parse_started(raw)
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if due is None or due > now:
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return "negotiate_followup_pending"
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return ""
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def _handle_one(
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row: dict[str, Any],
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*,
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book: Any,
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now: datetime,
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test_prefix: bool,
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enqueue: Optional[EnqueueFn],
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send_group: Optional[SendGroupFn],
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timeout_lookup: Any,
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notify_ready: bool,
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settings: Settings,
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) -> bool:
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no = str(row.get("work_order_no") or row.get("workOrderNo") or "").strip()
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kind = str(row.get("event_wait_kind") or row.get("eventWaitKind") or "").strip()
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if not no or not kind:
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return False
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status = str(row.get("status") or "").strip()
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followup = str(row.get("next_followup_at") or row.get("nextFollowupAt") or "").strip()
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lost_reason = str(row.get("lost_reason") or row.get("lostReason") or "").strip()
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# 产品口径：协商中顺延再问期间不算「销售无响应」；未成交已写原因不再催。
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# 即使 clear_wait 失败留下陈旧 deal 等待，这里也要挡住（WO202610060024 / WO202610070034）。
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skip_reason = _skip_sales_timeout(
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status=status, wait_kind=kind, next_followup_at=followup, lost_reason=lost_reason, now=now
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)
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line = str(row.get("business_line") or row.get("businessLine") or "").strip()
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facts = dict(row.get("facts") or {})
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klass = str(facts.get("运输分类") or facts.get("transportType") or "").strip()
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code = timeout_code(wait_kind=kind, business_line=line, transport_class=klass)
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if not code or not callable(timeout_lookup):
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return False
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timeout_row = timeout_lookup(timeout_code=code) or {}
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if not timeout_row.get("found"):
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return False
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hours = _hours_of(timeout_row)
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if hours <= 0:
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return False
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started = _parse_started(row.get("event_wait_started_at") or row.get("eventWaitStartedAt"))
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if started is None:
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return False
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if skip_reason:
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logger.info("事件异常跳过 wo=%s kind=%s reason=%s", no, kind, skip_reason)
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return False
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elapsed = workday_elapsed_hours(started, now)
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if elapsed < hours:
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return False
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watchers = [dict(x) for x in (row.get("watchers") or []) if isinstance(x, dict)]
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sales = _ticket_sales(row, watchers)
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people = pick_mentions(wait_kind=kind, sales=sales, members=watchers, business_line=line)
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# 空运群往往只绑了群号；且航线超时必须按本单「负责线路」点名，禁止整岗广播。
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# 与激活摘要 resolve_air_mentions 同口径。销售超时不能改去 @ 航线。
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if kind == WAIT_AIR_QUOTE:
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route_people = _airline_staff_mentions(book, facts=facts)
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if route_people:
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people = route_people
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names = [str(p.get("name") or "").strip() for p in people if str(p.get("name") or "").strip()]
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chat_id = str(row.get("collab_chat_id") or row.get("collabChatId") or "").strip()
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where = conversation_of(wait_kind=kind, collab_chat_id=chat_id)
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app_targets = pick_app_targets(people)
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# 群里用 @。销售超时即使发到私聊，也写成 @销售姓名，不写「您」或「相关人员」。
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mention = where == "group" or kind in _SALES_WAIT_KINDS
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text = copy.event_exception_session_text(
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exception_type=exception_type(kind),
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work_order_no=no,
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names=names,
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hours=hours,
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mention=mention,
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test_prefix=test_prefix,
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)
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ok_session = False
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if where == "group":
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if not chat_id:
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logger.warning("事件异常无协同群 wo=%s kind=%s", no, kind)
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return False
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sender = send_group or _default_send_group
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ok_session = bool(sender(chat_id=chat_id, content=text, business_line=line))
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else:
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uid = str((people[0].get("wecomId") if people else "") or sales.get("wecomId") or "").strip()
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if not uid:
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logger.warning("事件异常无私聊对象 wo=%s kind=%s", no, kind)
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return False
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enq = enqueue or _default_enqueue
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ok_session, info = enq(
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touser=uid,
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content=text,
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dedupe_key=f"event-ex:{no}:{kind}",
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payload={},
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)
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if not ok_session:
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logger.warning("事件异常私聊入队失败 wo=%s info=%s", no, info)
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if not ok_session:
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return False
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if notify_ready:
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_send_app_cards(
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people=people,
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kind=kind,
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work_order_no=no,
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hours=hours,
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test_prefix=test_prefix,
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enqueue=enqueue or _default_enqueue,
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)
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else:
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pass
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recorder = getattr(book, "record_event_exception", None)
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if callable(recorder):
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recorder(work_order_no=no, event_exception=exception_type(kind))
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return True
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def _ticket_sales(row: dict[str, Any], watchers: list[dict[str, Any]]) -> dict[str, Any]:
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"""
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这张工单的销售。销售超时只 @ 这个人。
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先按工单上的销售企微对上关注人，对不上再用岗位是销售的那条。
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姓名用工单上的销售名，避免点成「销售」两个字或点到航线。
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"""
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sid = str(row.get("sales_wecom_id") or row.get("salesWecomId") or "").strip()
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sname = str(row.get("sales_name") or row.get("salesName") or "").strip()
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matched: dict[str, Any] | None = None
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for raw in watchers:
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uid = str(raw.get("wecomId") or raw.get("wecom_id") or "").strip()
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role = str(raw.get("roleCode") or raw.get("role_code") or "").strip().lower()
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if sid and uid == sid:
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matched = dict(raw)
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break
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if matched is None and role == "sales":
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matched = dict(raw)
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if matched is None:
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matched = {
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"wecomId": sid,
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"roleCode": "sales",
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"notifyEventException": 0,
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}
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name = str(matched.get("name") or "").strip()
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if sname and (not name or name in {sid, "销售"}):
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matched["name"] = sname
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elif not name:
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matched["name"] = sname or "销售"
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if sid and not str(matched.get("wecomId") or "").strip():
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matched["wecomId"] = sid
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matched.setdefault("roleCode", "sales")
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return matched
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def _airline_staff_mentions(
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book: Any,
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*,
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facts: dict[str, Any] | None = None,
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) -> list[dict[str, Any]]:
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"""
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主账列出启用航线·空运，再按本单负责线路过滤。
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与空运群激活摘要同口径：对上起运/目的（或空运全线）；对不上则只留全线。
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主账失败或没有接口时返回空，话术仍用「相关人员」。不写工单。
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"""
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from agent.policy.deal_followup import air_staff_route_matches
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lister = getattr(book, "list_staff_by_role", None)
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if not callable(lister):
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return []
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try:
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rows = [dict(x) for x in (lister(role_code="air") or []) if isinstance(x, dict)]
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except Exception:
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logger.exception("事件异常列航线岗失败")
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return []
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matched = [
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r
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for r in rows
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if air_staff_route_matches(routes=str(r.get("routes") or ""), facts=facts)
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]
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if not matched:
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matched = [
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r
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for r in rows
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if any(
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t.strip() in {"空运全线", "全线"}
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for t in str(r.get("routes") or "").replace("，", ",").replace("、", ",").split(",")
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)
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]
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return mentions_for_role(matched, role_code="air")
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def _send_app_cards(
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*,
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people: list[dict[str, Any]],
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kind: str,
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work_order_no: str,
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hours: float,
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test_prefix: bool,
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enqueue: EnqueueFn,
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) -> None:
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payload = copy.event_exception_alert_payload(
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card_title=card_title(kind),
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work_order_no=work_order_no,
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hours=hours,
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test_prefix=test_prefix,
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)
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fallback = copy.event_exception_alert_text(
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card_title=card_title(kind),
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work_order_no=work_order_no,
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hours=hours,
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test_prefix=test_prefix,
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)
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for person in pick_app_targets(people):
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uid = str(person.get("wecomId") or "").strip()
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if not uid:
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continue
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ok, info = enqueue(
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touser=uid,
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content=fallback,
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dedupe_key=f"event-ex-app:{work_order_no}:{kind}:{uid}",
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payload=payload,
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)
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if not ok:
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logger.warning("事件异常应用卡片入队失败 uid=%s info=%s", uid, info)
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def _default_enqueue(**kwargs: Any) -> tuple[bool, str]:
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from agent.channel.queue import get_message_store
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return get_message_store().enqueue_outbound(**kwargs)
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def _default_send_group(*, chat_id: str, content: str, business_line: str = "") -> bool:
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line = (business_line or "").strip().upper()
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if line == "AIR":
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from agent.channel.aibot.reply import AibotReplyClient
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out = AibotReplyClient().send_group(chat_id=chat_id, content=content)
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return bool(out.get("ok"))
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from agent.channel.outbox.sender import WeComAppClient
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from agent.config import get_settings
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cfg = get_settings()
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client = WeComAppClient(
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corp_id=cfg.wecom_corp_id,
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secret=cfg.wecom_secret,
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agent_id=int(cfg.wecom_agent_id or "0") or 0,
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)
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out = client.send_group(chat_id=chat_id, content=content)
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return bool(out.get("ok"))
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